Common helpdesk challenges in today's enterprise:

Mobile users. The help desk technician still needs to be able to support users who are on-the-go. As long as there is an internet connection, the right support tool gives the technician access and the ability to help the user. 

"Drive-by's" - Chance encounters between end-users and help desk technicians during which the end user asks for support. An organized approach to support is needed and results in a better experience for the technicians as well as the end users. 

Lack of centralized data. To quickly and accurately solve end user issues, help desk technicians need to have all the data pertinent to the service organization in a single place.

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